Appeals vs Complaints

Both the ISO 17024 and the ASTM E2659 standards require processes to handle appeals and complaints. But distinguishing between appeals and complaints can be confusing.

An appeal is a written request for reconsideration of a determination made by a credentialing body (certifying body or certificate issuer). For example, a certification or certificate program applicant may appeal the denial of eligibility status. Notice here that a decision made made - eligibility was denied. That adverse decision is the basis of an appeal. Without a decision, there can be no appeal.

In contrast, a complaint is a request, other than an appeal, made to a credentialing body, for corrective action relating to the activities of that body or regarding those it credentials.  For example, an individual may file a complaint that a certified person is acting in a manner that violates the profession's code of conduct.  Notice here that no decision had been made, thus no request for consideration of a decision.

However, also keep in mind that complaints against a certified person are not the only type of complaint the standards address. It's also important to have a process to consider, resolve and track complaints about the credentialing body's activities.  For example, a certification candidate may complain that they didn't get an eligibility letter in the published time-frame.  Or a certificate program's learner may complain that the course was not accessible.